Summary - AdviceTech Podcast 110 – Driving Tech Change: CRMs, Automation & AI

Technological evolution continues to reshape industries across the globe, challenging business leaders to integrate new tools ethically and effectively. Among these evolving technologies, artificial intelligence (AI) stands out for its potential to enhance client experiences, streamline operations, and drive innovation. Yet, the introduction of AI and automation into a professional services environment—particularly in industries where trust, compliance, and ethics are paramount—requires a deliberate approach. In a recent conversation featuring host Patrick Gardner and guest Aaron Breed, we gained valuable insights into how organizations can successfully adopt AI, manage change, and maintain rigorous standards of professionalism and ethics throughout the process.

Below, we explore the major themes and recommendations shared in their discussion. We delve into how to foster a culture of small, continuous improvements, how to approach large-scale change when necessary, and how to ensure the ethical and professional use of technology in the process. This exploration sheds light on both the theoretical and practical dimensions of integrating new systems. It underscores the importance of vision, strategy, and a focus on meaningful outcomes for clients and team members alike.

1. The Power of Technology, Old and New

The conversation begins on a personal note, highlighting how technology can create shared experiences across generations. Aaron recounts playing classic Super Nintendo games with his young son, describing how these relatively simple yet challenging older games continue to provide bonding moments. This anecdote serves as a reminder that technology, in its simplest form, can foster connection. Whether from early gaming consoles or cutting-edge AI platforms, innovation has long possessed the capacity to bring people together.

Professionalism and Ethics Insight:
Even seemingly outdated technologies can retain their place in our personal and professional lives. Rather than discarding the old for the new, there may be value in melding traditional approaches with modern ones. Organizations should adopt what truly serves their clients, their employees, and their ethical obligations, ensuring continuity and respect for legacy practices where beneficial.

2. Jumping into AI: From Curiosity to Strategy

Aaron’s enthusiasm for AI began with early experiments using ChatGPT. Initially, he used AI primarily for tasks such as summarizing emails, generating text for communication, and clarifying complex concepts. Over time, this dabbling evolved into a methodical incorporation of AI into everyday business functions.

2.1 Early AI Adoption

• Email Summaries and Drafts: By leveraging AI to draft and refine emails, Aaron saved time and improved clarity. This is particularly crucial in financial services or other client-focused sectors, where precision and tone can affect compliance, client understanding, and overall trust.
• Exploratory Phase: Many professionals begin their AI journey with curiosity and minimal structure. They test capabilities, observe outcomes, and gradually discover ways to embed new tools into their workflows.

Professionalism and Ethics Insight:
Early AI usage often involves trial and error. Organizations should encourage experimentation but set clear guidelines about data privacy, consent, and appropriate oversight. Small-scale pilots allow teams to understand AI’s capabilities and limits before rolling it out to more client-facing scenarios.

2.2 Building a Three-Phase AI Strategy

By transitioning from ad-hoc use to a formal three-phase strategy, Aaron’s team went beyond mere novelty. They moved through:

1. Back-End Automations (Out of Sight):
   Here, AI was used to handle repetitive or complex tasks behind the scenes, such as sentiment analysis and data extraction. Automating these processes relieved staff of mundane tasks, enabling them to focus on higher-value work.
2. Staff-Facing Integrations:
   The next step involved creating in-house AI tools for internal processes. One notable project is an AI-driven file note summary system. Advisors drag and drop meeting recordings, and AI produces succinct, accurate meeting notes. This approach underscores how AI can serve as an invisible helper, improving efficiency without overwhelming employees.
3. Client-Facing Solutions:
   The final phase is unveiling AI more transparently to clients, embedding it into service delivery. By this point, the organization is confident with AI’s performance, accuracy, and reliability. They can articulate the technology’s benefits, how data is protected, and how compliance requirements are met.

Professionalism and Ethics Insight:
Each phase respects data ownership, privacy, and the law. The team must also maintain transparent communication with clients when their data is being processed by AI. Consent must be secured, and disclaimers should be provided regarding how recordings and transcripts might be used or stored.

3. Crafting a Vision: The Importance of “Why?”

Before integrating AI or any major innovation, leaders must articulate a clear vision. Patrick Gardner draws out Aaron’s professional origin story, illustrating how an internal passion for problem-solving, curiosity about technology, and a deep commitment to continuous improvement fueled major strategic moves. Reflecting on lessons from mentor figures and prior experiences, Aaron stressed the critical importance of understanding the “why?”

3.1 The Lean Approach and Small Continuous Improvements

Aaron’s approach takes inspiration from the Lean methodology and continuous improvement frameworks. Instead of imposing massive, sweeping transformations suddenly, he proposes identifying incremental improvements. For instance, using AI to automate an email response or handle a single step in a client onboarding workflow may seem minor, but repeated successes build momentum for larger developments.

3.2 Big Transformations, Mindful Execution

Sometimes, major systemic shifts are required, such as transitioning to a new Customer Relationship Management (CRM) platform. Still, the importance of methodical planning and staff readiness remains:

• Surveys and Workshops: Gaining input from all stakeholders, from front-desk staff to senior advisors, helps clarify features and functionalities that matter most.
• Leadership Endorsement: Endorsement from the top encourages buy-in across the organization. When staff see that leadership is invested in the new system and stands behind the reasons for change, they become more willing to adapt.
• Preparation and Communication: Repeated, transparent communication ensures no one is caught off-guard. Expectations can be managed, and anxiety reduced.

Professionalism and Ethics Insight:
Professionalism requires that any significant change—especially one affecting client data—is handled with deliberate care. Communicate early, test thoroughly, document the processes, and follow up to ensure staff and clients understand the implications. Ethical implementation includes being honest about how data flows through systems, providing clients the chance to ask questions or opt out when necessary, and ensuring data remains secure at all times.

4. CRM Migrations and the Value of Integration

Many organizations cycle through multiple CRMs before finding a platform that aligns with their strategy. Aaron’s firm migrated twice before settling on a third CRM solution that could integrate seamlessly with their existing Microsoft-based ecosystem.

4.1 From Incompatibility to Alignment

• Original Systems: Early CRMs may seem comprehensive on paper but can force businesses to adopt predesigned workflows that do not align with unique needs.
• The Microsoft Suite: Since they already used tools such as Outlook, SharePoint, Teams, and Planner, shifting to a CRM built on the Microsoft Dynamics framework (in this case, Fin365) offered superior integration. Data no longer had to pass through multiple disconnected systems, reducing redundancy, potential errors, and compliance risks.

4.2 Achieving “Tell Your Story Once”

A key driver of the CRM overhaul was the client experience principle of “Tell Your Story Once.” In a multi-disciplinary advisory firm, clients often engage with financial planning, lending, and accounting professionals. Integrating all these activities into a single platform ensures that a client’s information, needs, and historical data do not have to be restated multiple times. Not only does this reduce client frustration, but it also minimizes the chance of errors and omissions, thereby enhancing ethical standards.

Professionalism and Ethics Insight:
A unified client view reduces the risk that vital information is overlooked or incorrectly entered. Ethical service delivery demands consistent, accurate representation of a client’s financial position and needs across all relevant departments. In turn, strong data governance policies ensure that client permissions are respected and internal staff only access the data necessary for fulfilling their roles.

5. Transforming Processes: Booking Systems as a Case Study

To demonstrate AI’s power, Aaron highlighted a particular success story: automating the client appointment booking process.

5.1 Identifying the Problem

Staff were placing multiple phone calls to schedule a single client review. Often, the client would have to consult partners or family members before confirming a time, requiring additional follow-up. Manual tasks and forgetfulness led to missed appointments, creating frustration on both sides.

5.2 Designing the Automation

Using a combination of Robotic Process Automation (RPA) and the Microsoft Power Platform, Aaron’s team created a system whereby:

• Client Email Invitations: Personalized links let clients book their own meetings at their convenience, significantly reducing phone-tag.
• Calendar Integration and Reminders: Once clients self-schedule, the system generates an automatic calendar invite and sends reminders.
• Conditional Logic: If a client still fails to book an appointment, tasks trigger for the reception team, ensuring human follow-up if necessary.

5.3 The Results

The no-show rate dropped significantly, and the burden on administrative staff lightened. Staff could dedicate energy to higher-value interactions rather than chasing and re-chasing clients to pin down a time.

Professionalism and Ethics Insight:
Ethical client management recognizes that time is valuable on both sides. Streamlined processes decrease the likelihood of errors and lost information. They also make it easier for firms to remain compliant, as each communication and appointment is systematically recorded. Nonetheless, businesses must maintain oversight: if the AI or automation fails (e.g., booking link errors), human staff need to step in promptly.

6. AI File Noting and Transcriptions: The Next Frontier

Another innovation featured in Aaron’s toolkit is an AI-based file noting system. This solution goes beyond simply converting a voice recording to text by performing:

1. Diarization: Identifying each speaker within a meeting—advisor, client, or other attendees—so the conversation flows logically in the written summary.
2. Sentiment Analysis: Recognizing emotional cues such as confusion or eagerness, which can be important for advisors offering financial, legal, or medical advice.
3. Summarization: Presenting key points from the conversation in a concise, clear format for compliance records and future reference.

6.1 Technology Stack

• Power Apps (Front-End): A user-friendly interface in the Microsoft environment, allowing employees to drag and drop an audio file.
• Whisper (OpenAI): Handling voice-to-text transcription with advanced accuracy.
• GPT (OpenAI): Generating a polished, coherent summary of the interaction.

6.2 The Ethical Dimension

Recording client meetings triggers critical privacy and consent obligations. Firms need to:

• Obtain explicit client permission to record.
• Disclose how data will be stored and used.
• Ensure staff know precisely which security measures are in place to protect sensitive information.

Despite these considerations, AI-driven file noting can significantly reduce administrative burden, minimize transcription errors, and produce superior records for compliance reviews.

Professionalism and Ethics Insight:
The final step in any AI-based process must involve human review. AI-generated summaries might inadvertently misattribute statements or misunderstand context. A professional has the ethical and legal responsibility to ensure final records are accurate, especially when they drive significant decisions for a client. AI cannot be left unchecked to produce final versions without quality assurance.

7. Change Management: Balancing Creativity and Caution

Throughout the conversation, one theme remains consistent: change management matters more than the technology itself. For every instance of “Batman at night” building solutions, there is the reality of needing buy-in, training, and comfort among staff.

7.1 Cultivating a Culture of Innovation

• Top-Down Support: Leadership endorsement reassures staff that experimentation is encouraged, not frowned upon.
• Workshops and Feedback Loops: Regular sessions where employees can voice concerns and share ideas foster a sense of ownership, making them more receptive to new processes.
• Frequent Communication: Update staff on progress, expected timelines, and the ultimate vision. Knowledge reduces anxiety.

7.2 The Importance of Celebrations

When rolling out a new CRM, the firm hosted a launch party and provided detailed demos. Celebratory events reinforce the significance of the transition, allowing employees to experience a moment of closure with the old system and excitement for the new. This approach also recognizes that big changes are not just about technology; they are deeply human experiences.

Professionalism and Ethics Insight:
Change management, done well, helps protect client interests. When teams are adequately trained, systems are tested, and processes well understood, errors are minimized. The risk of losing or mishandling client data is significantly reduced. Ethical obligations require that the entire team know how to use new systems competently and safeguard sensitive data.

8. Key Takeaways for Professional Practice

From early experiments in AI to large-scale CRM transformations, several broad lessons emerge:

1. Define the Problem and Purpose
   Avoid looking for issues to fit AI tools. Instead, identify genuine business or client challenges and see whether automation or AI can provide a meaningful solution.
2. Start Small, Evolve Gradually
   Encourage curiosity through small pilot projects. Once there is a proof of concept, build on that success systematically.
3. Secure Leadership Buy-In
   Major shifts require moral and financial support from senior leaders. This endorsement helps unify the organization behind new technology.
4. Respect Data Privacy and Obtain Consent
   In industries with sensitive information, every pilot must include robust measures to handle data ethically. Staff training, data governance policies, and clear client communication are non-negotiables.
5. Implement Human Oversight
   AI can misinterpret or “hallucinate,” delivering confidently incorrect outputs. A final human review is not just best practice—it is an ethical and often legal imperative.
6. Facilitate Engaging Onboarding and Training
   Host workshops, Q&A sessions, or launch parties. Communicating the “why” behind a change can accelerate adoption and maintain morale.
7. Celebrate Success and Maintain Momentum
   Recognize small wins. Each victory in automation or AI integration fosters a positive environment, signaling to the team that progress is possible and valued.

9. Ethics and Professionalism: The Foundation of Lasting Innovation

Perhaps the most profound insight from the conversation is that advanced tools alone cannot guarantee success. Innovation must be grounded in ethical decision-making, compliance with regulatory standards, and unwavering respect for client welfare. Even the most state-of-the-art platform can fail if teams are not engaged or if it compromises confidentiality.

This sense of responsibility also extends to how businesses communicate AI’s role to their clients. The willingness to record, transcribe, and analyze client data must always come with explicit consent and robust protective measures. Compliance regimes in many industries now detail how AI can or cannot be used to automate tasks once reserved for human professionals. Far from being a roadblock, these guidelines should be embraced as a way to reinforce professionalism and trust.

10. Looking Ahead: The Future of AI-Driven Client Engagement

As tools like the Microsoft Power Platform continue to evolve, they offer growing potential for deeper integration of AI. From direct chat functionality within a client’s mobile app to AI agents that assist in gathering data, the possibilities expand daily. This shift can give clients more convenient and transparent ways to manage their financial, legal, or advisory relationships.

Still, it is crucial to balance innovation with a measured, human-centric approach. AI can reduce staff workloads, minimize errors, and streamline bureaucratic processes. At the same time, advisors and professionals must remain vigilant. Managing biases in AI outputs, ensuring responsible data handling, and offering personal reassurance will never go out of style.

11. Conclusion

The journey that Patrick Gardner and Aaron Breed discuss highlights how to integrate advanced technology with steadfast professionalism and ethics. Starting with small, practical applications of AI—such as drafting emails or scheduling client meetings—teams can gain confidence and refine their strategies. Over time, bigger transformations, like migrating CRMs or enabling AI-driven meeting transcriptions, become not only feasible but highly beneficial.

Yet, the conversation underscores that technology is only as powerful and responsible as the culture that shapes its use. Ethical considerations, from data privacy to transparent communication, must guide each step of innovation. Leadership’s endorsement, combined with widespread team participation, can foster a culture where technology continuously improves client service and bolsters professional integrity.

This balanced approach—one that respects both innovation and accountability—ultimately leads to more satisfied clients, reduced operational waste, and a team that takes genuine pride in its work. As businesses navigate the complexities of AI adoption, remembering the core principles of trust, respect, and diligence ensures that technological evolution aligns with the organization’s highest ethical standards.

By making data-driven decisions, clearly articulating “why” changes are happening, and maintaining strong human oversight, professional service providers can not only preserve but enhance the trust they build with clients. The future of AI will undoubtedly bring forth new tools and methodologies, but it will always demand that professionals take a leadership role in wielding these tools for good. In so doing, companies can fulfill their mission of delivering top-tier service while honoring the values and ethics that define true professionalism.

Accreditation Points Allocation:

0.10 Technical Competence

0.10 Client Care and Practice

0.10 Professionalism and Ethics

0.30 Total CPD Points